Automation Engineer (EUTS)_Alabang

Position Summary

The Automation Engineer will design, build, deploy, and support automations that improve End

User Services (EUS) operations and the Digital Employee Experience (DEX). The role requires a

strong EUS and endpoint-support background, with the engineering capability to convert service

data and DEX insights into scalable workflows, scripts, integrations, and proactive remediation

solutions. The primary focus is automation engineering, supported by practical knowledge DEX

platforms, ServiceNow, endpoint management, and IT service management processes.

Key Responsibilities

Automation Design & Engineering

• Design scalable automations for EUS support, endpoint operations, service management,
• and recurring technology issues.
• Translate requirements into technical designs, scripts, workflows, integrations, and
• supportable solutions.
• Establish reusable patterns and standards for coding, documentation, testing, release,
• and lifecycle management.
• Assess automation opportunities by value, feasibility, risk, scalability, and support needs.

Development, Integration & Remediation

• Identify high-volume, repeatable support and endpoint issues for automation or selfhealing.
• Build, test, deploy, and maintain remediations using PowerShell, Python, DEX actions,
• ServiceNow workflows, APIs, and approved frameworks.
• Apply peer review, testing, logging, rollback, exception handling, and change controls.
• Integrate and orchestrate across DEX, ServiceNow, Intune, SCCM, and approved EUS
• platforms.

DEX Insights & EUS Improvement

• Analyze telemetry, experience metrics, tickets, call drivers, and feedback to identify gaps
• and automation opportunities.
• Provide actionable insights linking experience signals to service and operational
• outcomes.
• Use targeted campaigns and feedback to validate impact, improve adoption, and identify
• remaining friction.
• Set baselines and track recurrence, remediation success, effort avoided, experience
• gains, and service performance.

Support, Reliability & Governance

• Monitor DEX content and automations, troubleshoot failures, and drive corrective action.
• Provide technical expertise for DEX use cases, automation requests, and proactive
• remediation.
• Maintain documentation, runbooks, knowledge articles, support models, and recovery
• procedures.
• Ensure compliance with security, privacy, risk, change, and ITSM requirements.

EUS Partnership & Enablement

• Partner with EUS, Service Desk, endpoint engineering, ServiceNow, security, infrastructure, analytics, and business teams to prioritize use cases.
• Lead intake and feasibility reviews, balancing value, effort, risk, and scalability.
• Enable EUS teams through demos, documentation, knowledge transfer, and guidance on DEX insights and automations.
• Promote proactive support, self-service, and continuous improvement.

Required Qualifications

• 3+ years of experience in automation engineering, endpoint engineering, End User Services, or a related technical engineering role.
• Practical experience using DEX platform to identify issues, generate insights, or enable proactive remediation.
• Working profi ciency in PowerShell for Windows and endpoint automation, with experience in Python or another scripting language preferred.
• Experience with endpoint management technologies such as Microsoft Intune, Microsoft Confi guration Manager (SCCM), or equivalent tools.
• Experience with ServiceNow or a comparable ITSM platform, including incident, request, problem, and change processes.
• Ability to analyze telemetry and service data, translate fi ndings into technical actions, and communicate outcomes to technical and business stakeholders.
• Understanding of API integrations, authentication concepts, structured data formats, version control, testing, and production support practices.
• Strong documentation, stakeholder engagement, problem-solving, and cross-functional collaboration skills.

Preferred Skills & Certifications

• Experience with DEX platforms, including analytics, dashboards, employee engagement, and proactive remediation capabilities.
• Microsoft certifications related to endpoint administration, Power Platform, Azure, or automation.
• ITIL Foundation or practical experience applying ITIL-based service management controls.
• Experience with ServiceNow development and integrations, REST APIs, Git or Azure DevOps, CI/CD, Power Automate, or similar orchestration tools.
• Knowledge of Windows endpoint health, application performance, device compliance, software distribution, and user experience monitoring.
• Experience building operational reports, value cases, or outcome dashboards for automation and DEX initiatives.